Production Coordinator

Wrench Group•Anaheim, CA

6d•$23 - $25

About The Position

NexGen Air Conditioning, Heating and Plumbing is currently seeking a Production Coordinator to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. The Production Coordinator plays a key role in supporting daily operations by coordinating installation jobs and ensuring effective communication between customers, production teams, and internal departments. This position is responsible for managing incoming production calls, responding promptly to internal communications, coordinating HVAC, Plumbing, and Electrical installation jobs, and ensuring all job documentation is properly completed. The coordinator will schedule subcontractors when necessary, communicate appointment ETAs to customers, assist with closing out installation jobs, and conduct post-installation follow-ups. This role also supports customer satisfaction by completing “happy calls,” following up on outstanding balances, and assisting with resolving customer concerns when possible.

Requirements

6 - 12 months of experience in an administrative, customer service, or coordination role
Strong communication skills, both written and verbal
Ability to manage multiple tasks and prioritize responsibilities in a fast-paced environment
Strong organizational and time management skills
Experience handling customer concerns professionally and effectively
Basic computer proficiency including email, spreadsheets, and communication platforms

Nice To Haves

Previous experience in HVAC, plumbing, electrical, construction, or home services industries (Preferred)
Experience coordinating installation schedules or managing service calls (Preferred)
Familiarity with CRM systems or scheduling software (Preferred)
Experience working with subcontractors and field technicians (Preferred)

Responsibilities

Schedule and monitor daily technician schedule
Flip new incoming installation jobs in a timely manner and confirm that all required documentation has been completed
Ensure proper use of tags after a job has been flipped and/or completed
Monitor job close-out processes and ensure crews input required notes and photos before jobs are closed
Call customers with appointment ETAs in the morning and update job notes accordingly
Complete “happy calls” after job completion to ensure customer satisfaction
Follow up on happy calls that were previously unsuccessful
Assist in following up with customers regarding outstanding installation balances
Answer the production phone line and provide prompt responses in internal Teams chats for both CSR and Install teams
Review production-related emails and handle or route them appropriately.
Schedule subcontractors when necessary for installation jobs
Update internal spreadsheets to track install jobs, balance amounts, happy calls, and other production updates
Accurately book warranty calls and correction jobs when required
Assist with de-escalating customer concerns when possible
Escalate issues to the appropriate supervisor when necessary while clearly documenting actions taken to resolve the issue internally
Ensure adherence to company policies and procedures during all customer interactions